Ambassador

[{{ $ctrl._job.status.name | translate}}] Ambassador
Starwood CCC-Guangzhou

Posted

Job description

 

 Guest Relations

                Research and resolve guest concerns and problems relating to reservations, rates, hotel service and billing issues in a timely manner.

                In accordance with policy, utilize the reservation system to provide assistance with those guests who need to book reservations using various certificates, points, service recovery or promotional rates.

                Maintain an awareness of all new information and operational changes via computer system messages, email and communications.

                Develop a comprehensive knowledge of company policy and standard operation procedures for all brands (e.g., Ritz-Carlton Clubs, Residences and partner hotels), with emphasis on all marketing and promotional campaigns.

                Provide properties with information on reservation and guest problems that require hotel assistance; coordinate efforts to ensure problem resolution.

                Acknowledge each and every guest with a smile, and a friendly greeting, using the guests name when possible.

                Thank guests with a genuine appreciation and provide a fond farewell.

                Actively listen and respond positively to guest questions, concerns, and requests using brand or property specific process (e.g., LEARN, PLEASED, Guest Response, LEAP, MYSTIQUE) to resolve issues, delight, and build trust.

                Anticipate guests' service needs, including asking questions of guests to better understand their needs and watching/listening to guest preferences and acting on them whenever possible.

                Promote awareness of brand image internally and externally.

 

Communication

                Provide responses as requested to guests and/or hotels in a professional and timely manner.

                Keep manager informed of trends in errors and concerns relating to reservations. Provide trend identification and analysis, and customer satisfaction and benefit delivery.

                Speak to guests and other employees using clear, appropriate and professional language.

                Talk with and listen to other employees to effectively exchange information.

 

Working with Others

                Support all employees and treat them with dignity and respect.

                Develop and maintain positive and productive working relationships with other employees and departments.

                Partner with and assist others to promote an environment of teamwork and achieve common goals.

                Maintain a professional demeanor, both in the work area and all interaction with guests, hotels, peers and management.

                Respond sensitively to the needs and feeling of others, regardless of status or position.

 

Quality Assurance/Quality Improvement

                Comply with quality assurance expectations and standards.

                Document, research and track all guest concerns and comments via the guest tracking system (e.g., Mystique). Ensure all documentation is accurate and concise.

                Review all open cases on a weekly basis; ensure all open cases are reported closed with resolution and run reports as requested. Send reminders to property executive assistants if cases remain open after 24 hours with the exception of medical and legal claims.

 

Documentation/Reporting

                Maintain computer- and paper-based filing and organization systems for records, reports, documents, etc.

                Handle incoming and outgoing mail, including date stamping and distributing incoming mail.

                Compile, copy, sort, and file records of office activities, business transactions, and other activities.

 

Computers/Software

                Use computer systems and software packages to input, access, modify, store, or output information

                Enter and retrieve information contained in computer databases using a keyboard, mouse, or trackball to update records, files, reservation and answer inquiries from guests.

                Prepare letters, memos, and other documents using word processing, spreadsheet, database, or presentation software.

 

Education

High school diploma/G.E.D. equivalent

Related Work Experience

At least 6 months of related work experience

Supervisory Experience

No supervisory experience is required

 
 
Marriott International is the world’s largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed.  We believe a great career is a journey of discovery and exploration.  So, we ask, where will your journey take you?

Job Summary
 
     Marriott Ambassadors deliver extraordinary personal service by promptly and accurately responding to the inquiries of our most loyal guests via phone, mail, email and chat. Ambassadors will anticipate guest, actively listen answer questions and resolve any issues in an efficient and effortless experience. As a dedicated contact for their guests, Ambassadors will be responsible for evaluating and analyzing each guest’s needs and recommending tailored travel solutions that enhance their travel experience, deepening their loyalty to Marriott’s products and services.
 
     Follow all company policies and procedures; ensure uniform and personal appearance are clean and professional; maintain confidentiality of proprietary information; protect company assets. Report accidents, injuries, and unsafe work conditions to manager. Welcome and acknowledge all guests according to company standards; anticipate and address guests’ service needs; thank guests with genuine appreciation. Speak with others using clear and professional language; answer telephones using appropriate etiquette. Develop and maintain positive working relationships with others; listen and respond appropriately to the concerns of other employees. Comply with quality assurance expectations and standards. Read and visually verify information in a variety of formats; stand, sit, or walk for an extended period of time. Move, lift, carry, push, pull, and place objects weighing less than or equal to 10 pounds without assistance. Perform other reasonable job duties as requested.
 
 
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.

Requirements

See description

Job type
Full-time
Location
Guangzhou, China
Department
Reservations
Starting in
As soon as possible

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